The purpose of the study was to identify a comprehensive measure of performance by assessing the relationship between employee satisfaction and customer satisfaction on the profitability of the commercial banking industry in Ethiopia. The study adopted unidimensional path models, multivariate approach and factor analysis in predicting the dependent variable, determining the independent variables and the sample size and justifying the objectives of the sturdy. Primary data were obtained through structured questionnaires from valid sample responses of 180 employees and customers selected on convenient sampling method. Profitability (ROA & ROE) was measured based on the average data from the financial statements of 2007/8-2001/12 of the banks. Variant of empirical studies and theoretical frameworks, drawn from motivational, psychological and behavioural theories, were used to formulate the hypothesis and establish the relationship between internal service quality, employee satisfaction, customer service quality, customer satisfaction, customer loyalty and profitability. Results of the study indicated internal marketing influenced employee job satisfaction which in turn partially influenced customer service quality and customer satisfaction; customer service quality influenced customer satisfaction which then influenced customer loyalty. But, no relationship was observed between customer loyalty and profitability. However, due to the timing gap of the data on profitability and the data on customer satisfaction and customer loyalty, the relationship is apparently realizable in the long run. Therefore, due emphasis is required by the management of the banks to exert the necessary strategic effort on employee satisfaction, customer service quality, and customer satisfaction because of their implicit effects on profitability. Finally, the relevance of the research to the literature on performance measurement is demonstrated by contextualizing comprehensive models in the context of commercial banking industry in Ethiopia. / Business Management / D.B.L.

This study explores the financial performance measurement of South Africa's Top Companies. It aims to find a conclusion on the research problem, that is 'Do South Africa's Top Companies use the available arsenal to measure their financial performance?' Commerce and industry are the cornerstones of the economy of a country. This study purports to contribute to the ways and means of minimising the risk of business failures due to the resultant effects on the economy. The sample comprises of sixty companies. The sampling frame is the first hundred companies of the Financial Mail 200 Top Performers for 2004. The arsenal that is available to measure financial performance is researched in the financial literature. Mainly, this covers ratio analysis and interpretation, and the bankruptcy prediction models. To arrive at a conclusion on the research problem, a research instrument is developed from the host of financial ratios in the literature, including the bankruptcy prediction models. The research instrument comprises of popular ratios that are also found to be 'logical', as well as the ratios that make up the Z-Score bankruptcy prediction model. The instrument is called the Ratio Map and Z-Score and is applied to test the financial strengths/weaknesses of the Top Companies. In addition to the Ratio Map and Z-Score, the measures applied by the Top Companies as 'highlights' are analysed. This is done to determine the extent at which the measures unearth the strengths/weaknesses of the Top Companies. The conclusion drawn is that the Top Companies do not utilise the available arsenal to measure their financial performance. The supporting evidence is that the most frequently applied 'highlights' measures by the Top Companies cover only one area of the many financial fields of a company, that is, share performance. On the other hand, the analyses per Ratio Map and Z-Score have not revealed major material weaknesses in the financial position of the Top Companies. It is proposed that: ïf  More information be given in the notes to the financial statements to facilitate meaningful analysis; and ïf  A follow-up research study be done to assess the trends of the Top Companies. / Business Management / D.Comm. (Business Management)

The perceived lack of progress by the Department of Human Settlements (“Department”) in meeting the increased demand for subsidised housing post-1994 is a ticking time bomb, given the repeated promises without any prospect of meeting the commitment to eradicate or upgrade all informal settlements by 2014. Despite ongoing delivery of subsidised housing, the backlog remained at 2,4 million households from 2005 to 2009, the indicator being the number of informal settlement households. The “Department” has acknowledged the existence of bureaucratic blockages throughout the housing delivery chain. Despite the urgency of the situation, there appears to be no research on the departmental factors hampering delivery under the Upgrading of Informal Settlements Programme (“programme”) and finding a solution that would maximise delivery within budgetary constraints. This research assesses the suitability of the Balanced Scorecard (BSC), a Strategic Management Accounting performance measurement and management tool, for addressing the departmental factors hampering delivery (“factors”) under the “programme” and develops a conceptual framework to guide any future application of the BSC to the “programme”.The complexity of housing delivery and the proposed integration of the BSC call for a detailed literature study of the post-1994 national housing and “programme” documentation and that of the public sector BSC. The theoretical study will establish how and by whom housing delivery should be done, the “factors” and the BSC framework and translation process. This will serve as the basis for the assessment of the suitability of the BSC for addressing the “factors” and the development of the conceptual framework.This study revealed that the BSC is suitable for addressing seven of the eight departmental factors hampering delivery under the “programme” and partially suitable for addressing the remaining factor. The recommendation is that the BSC be applied to the “programme” according to the conceptual framework provided. This study has contributed to knowledge by: producing an overall picture of the national framework for the delivery of subsidised housing, presenting the BSC as a suitable performance measurement tool for addressing the departmental factors hampering delivery under the “programme”, and developing a conceptual framework for any future BSC application to the “programme”. / Accounting Sciences / D. Com. (Accounting)

This study sought to determine the impact of a training and development (T&D) programme on the perceived performance of human resource assistants at a platinum mine in South Africa according to the following four performance dimensions: (i) personal (ii) customer; (iii) internal business; and (iv) learning and growth. A non-experimental design was used for this study, which was predominately quantitative in nature. Data was collected using a structured, self-administered questionnaire, which consisted of closed-ended questions. Based on the results obtained in this study, it was apparent that the T&D programme contributed significantly to an increase in the performance of employees. However, there are certain areas that can be improved in order to maximise and optimise the learning of employees. Recommendations were made regarding areas for improvement and possible future research. / Human Resource Management / M. Tech. (Human Resources Development)

The purpose of this study was to investigate the relationship between attitudes towards supervisory support after training and work performance of employees at the Department of Education’s Nkangala District in Mpumalanga during 2008. The sample comprised a complete sampling frame of HR and finance personnel. A five-point Likert scale was used to evaluate the attitudes of respondents towards supervisory support, and their work performance scores were correlated with the ratings of the attitudes towards supervisory support after training. Pearson’s product- moment correlation coefficient (PPM) was used to assess the relationship between the two variables. The results showed no significant relationship between attitudes towards supervisory support and work performance. The ANOVA test found that a significant (p= .016) difference only existed between attitudes towards supervisory support and educational level. The hypothesis stated in this study was therefore rejected. / Human Resource Management / M. Tech. (Human Resource Development)

This study was conducted to generate an in-depth understanding of key internal audit function (IAF) customers’ perceptions of the work performed by the Department of National Treasury’s IAF. This study was further intended to address the absence of any qualitative study of IAF customers’ experiences and expectations, and their perceptions of the challenges the IAF faces. The study had five research objectives, namely: to identify the role of the IAF in the public sector in relation to its customers; to discuss strategies to meet the expectations of IAF customers; to determine the experiences of the identified key IAF customers of the work performed by the IAF in the National Treasury; to determine the expectations of the identified key IAF customers of the IAF in the National Treasury, and to ascertain what the identified key IAF customers perceive to be challenges facing the IAF in the National Treasury. In order to achieve the research objectives, the study implemented a qualitative research design using the National Treasury as a case study. Data were collected through semi-structured interviews with participants selected from the key IAF customers’ categories (comprising the audit committee (AC), executive and senior managers, programme and operating managers, and external auditors). Three main themes emerged from the identified key customers’ views. These were (1) Experiences, which revealed that the participants were reasonably satisfied with the work of the IAF in the National Treasury. Participants from the AC, the executive and senior managers, and the Auditor General of South Africa (AGSA) felt that the IAF does add value, while the programme and operating managers participants indicated that the IAF does not demonstrate a holistic view when it conducts evaluations. (2) Expectations, the AC participants expected the AGSA to be able to rely on the work of the IAF, that the IAF should maintain a findings register, and that it should demonstrate IT skills. Executive and senior managers participants expected the IAF to add value to the strategic direction of the National Treasury. Programme and operating managers participants expected the IAF to be open and consultative, to set realistic audit plans, to provide regular feedback, and to demonstrate knowledge of the business. The AGSA participants called for the IAF to demonstrate technical competencies as well as independence and objectivity. (3) Challenges, participants perceived the IAF’s lack of knowledge of the business, the limited reliance placed on its work by the AGSA, the lack of audit action monitoring processes and the lack of management support for the IAF as its biggest challenges. This study could benefit the National Treasury’s IAF by helping it to understand the changing needs and expectations of its customers, and to identify areas for improvement. It may also benefit professional audit bodies and the newly-established National School of Government by providing them with insights into the training needs of internal auditors, and the necessity of providing continuing professional educational programmes. / Auditing / MCom (Auditing)

Text in Afrikaans, abstract in Afrikaans and English / Navorsing toon dat beoordelingskale, gebaseer op spesifieke werksgedrag as geldige prestasiemetingsinstrumente gebruik kan word om die individuele ontwikkelingsbehoeftes van elke werknemer te bepaal. Die doel van die studie is die ontwikkeling en validering van 'n gedragsobservasieskaal vir senior bestuurders. Vir die doel is 49 senior bestuurders se prestasiemetings verkry op drie skale, naamlik 'n gedragsobservasieskaal wat ontwikkel is, die Werknemerbeoordelingskaal en 'n gedragsgeankerde skaal. 'n Pearson korrelasie van 0,74 is tussen die totaaltellings van die Gedragsobservasieskaal en die van die Gedragsgeankerde skaal verkry (p<0.01 ;N=49). Tussen die totaaltellings van die Gedragsobservasieskaal en die Werknemerbeoordelingskaal is 'n Pearson korrelasie van 0,75 gevind (p<0,01 ;N=49). Met hierdie resultate kan dus aanvaar word dat die Gedragsobservasieskaal 'n geldige meetinstrument van werksprestasie is en as prestasiemetingskaal gebruik kan word. / Research indicates that appraisal scales based on specific behaviour can be used as performance appraisal instruments to promote every employees' individual development need. The aim of this study is the development and validation of a behavioural observation scale for senior management. To achieve this aim 49 senior managers' performance scores were obtained on three scales, namely a behavioral observation scale which was developed, the Employee Rating Scale, and a behaviourally anchored rating scale. A Pearson correlation of 0,74 was obtained between the total scores of the Behavioral Observation Scale and the Behaviourally Anchored Rating Scale (p<0,01 ;N=49). Between the total scores of the Behavioral Observation and the Employee Rating Scales a Pearson correlation of 0,75 was found (p<0,01 ;N=49). With these results in mind, the Behavioral Observation Scale can be accepted as a valid measurement scale of work performance and can thus be applied as a performance appraisal instrument. / Industrial and Organisational Psychology / M. Comm. (Industrial Psychology)

Text in Afrikaans / Die doel van die ondersoek was om 'n beplannings- en beheermodel te ontwikkel en beskikbaar te stel vir benutting deur welsynsorganisasies. Die ondersoek is onderneem binne die konteks van die ontwikkelingsnavorsings- en benuttingsparadigma. Die proses van die ontwikkelingsnavorsingsparadigma verloop volgens 'n analise-, ontwerp-, ontwikkelings-, evaluerings-, benuttings- en verspreidingsfase. Elke fase het ondersoeker in staat gestel om op sistematiese wyse te werk te gaan om 'n beplannings- en beheermodel te ontwerp en om gevolgtrekkings en aanbevelings in die verband te maak. In die analisefase wat 'n teoretiese beskrywing van beplanning en beheer as bestuursfunksies behels het, was dit duidelik dat daar nie 'n beplannings- en beheermodel bestaan wat op welsynsorganisasies van toepassing gemaak kon word nie. Bestaande beplannings- en beheermodelle is ontleed en sleutelkonsepte is ge1dentif iseer met betrekking tot beplanning en beheer as bestuurfunksies. Aan die hand van die sleutelkonsepte is 'n empiriese ondersoek na die stand van beplanning en beheer by agt welsynsorganisasies gedoen. Agt kantoorhoofde, 16 supervisors en 32 maatskaplike werkers was met behulp van 'n onderhoudskedule by die navorsing betrek. Hierdie empiriese ondersoek en die literatuurstudie bet die ondersoeker in staat gestel om in die ontwerpfase 'n beplanningsen Leheermodel te ontwerp wat op welsynsorganisasies van toepassing gemaak kan word. 'n Beplannings- en beheermodel is iii ontwerp wat voorsiening maak vir die uitvoering van take op 'n strategiese-, bestuurs- en operasionele beplannings- en beheervlak. Die model maak voorsiening vir die betrokkenheid van al die personeellede van 'n organisasie in die beplannings- en beheerproses. Die model is vir 'n periode van agt maande by een welsynsorganisasie geYmplementeer en geevalueer. Daar is tot die slotsom gekom dat die beplanning- en beheermodel wel deur welsynsorganisasies benut kan word. Die waarde van die model le daarin dat die gebruik daarvan 'n welsynsorganisasie in staat stel om sy eie strategiese, bestuurs- en operasionele beplannings en beheerplan te kan saamstel. Di t sal 'n welsynsorganisasie in staat stel om proaktief op interne sowel as eksterne omgewingsveranderings te reageer / Social Work / D. Phil. (Maatskaplike werk)

It is generally acknowledged that the share price of listed companies is not usually a true reflection of the value imbedded in the said companies. The main purpose of this study is to explore the correlation between selected performance measurement tools, namely Return on Equity (ROE) and Economic Value Added (EVA®), and the share price of companies listed on the Johannesburg Stock Exchange. The study is a quantitative one as it uses data extracted from McGregor BFA database to investigate the relationship between the variables studied. Correlation and linear regression analyses were used in determining such relationships. This study found that there is a synergy in using ROE and EVA® as performance measurement tools and that their interaction explains 8.06% of the movement in the share price of listed companies, all things being equal. Hence it is recommended to identify and study possible synergies between other performance measurement tools. / Management Accounting / M. Phil. (Accounting Sciences)

Made available in DSpace on 2016-06-02T19:06:05Z (GMT). No. of bitstreams: 1 5247.pdf: 4506683 bytes, checksum: c96faa985ac336ef47e06d250cb3dc14 (MD5) Previous issue date: 2012-09-25 / The distributed interactive simulations can be used to train human actions and behaviors in dangerous situations, which way reduce the risks to life and/or patrimony. As part of the training in virtual environments, is important that learners are assessed not only after exercise virtual training, but also during this period that there may be occasional interventions by the coach in the learning process. However, the development of training simulations is complex and not always the human evaluation, post and share in real time, is offered to the learner as a learning resource and training support as coach. A computer systemis being developed in the WINDIS Laboratory at UFSCar s Computer Department, to support the modeling, construction, execution, management and control of complex training simulations, using emergency preparedness and response as application areas. This work is part of that system and aims to create an individual and/or group performance evaluation sub system in distributed interactive simulations in order to better train apprentices in emergency management processes. It had been used theories, methods and best practices for evaluating human performance to create this sub system. During the preparation of simulations and human performance evaluations, it had been used preparedness and response to emergencies standards and protocols for conducting drills accordingly to São Paulo State, as well as the support of professional experts (São Carlos Fire Department). The modeling, simulations and ontologies used in this project were developed by the students in an integrated manner at WINDIS laboratory. As an individual part of this paper, it has been developed three modules that enable, respectively, the training assessments configuration, the monitoring and evaluation at runtime (with proper measurement for the proposed scenario, the instructor interaction in the simulation and analysis of competences Individual and team), and the analysis and after-action orientation. Two scenarios were developed a concept proof, one for fire department truck s control panel and other to conduct fire-fighting with indirect attack. / As simulações interativas distribuídas podem ser utilizadas para treinar ações e comportamentos humanos em situações de emergência, podendo reduzir os riscos à vida e/ou ao patrimônio. Como parte do treinamento em ambientes virtuais, é importante que os aprendizes sejam avaliados não só após os exercícios virtuais de treinamento, mas também durante este período para que possa haver intervenções pontuais do treinador no processo de aprendizagem. Entretanto, o desenvolvimento de simulações de treinamentos é complexo e nem sempre a avaliação humana, pós-ação e em tempo real, é oferecida ao aprendiz como recurso de aprendizagem e ao treinador como apoio ao treinamento. Um sistema está sendo desenvolvido no Laboratório WINDIS do Departamento de Computação da UFSCar, para apoiar a modelagem, construção, execução, gerenciamento e controle de simulações complexas de treinamento, tendo a preparação e resposta à emergência como uma das áreas de aplicação. O presente trabalho é parte desse sistema e tem como objetivo criar um subsistema de avaliação de desempenho individual e/ou em equipe em simulações interativas distribuídas, com a finalidade de melhor treinar aprendizes nos processos de gerenciamento da emergência. Para a criação desse subsistema foram utilizados teorias, métodos e boas práticas de avaliação de desempenho humano. Na elaboração das simulações e avaliações de desempenho humano foram utilizadas normas de preparação e resposta a emergências e protocolos para realização de exercícios simulados, vigentes no Estado de São Paulo, além do apoio de profissionais especialistas (Corpo de Bombeiros de São Carlos). A modelagem, as simulações e as ontologias utilizadas neste projeto foram desenvolvidas de maneira integrada pelos alunos do laboratório WINDIS. Como parte individual deste trabalho, foram desenvolvidos três módulos que possibilitam, respectivamente, a configuração de avaliações de treinamentos, o monitoramento e avaliação de treinamentos em tempo de execução (com medição adequada para o cenário proposto, interação do instrutor com a simulação e análise de competências individuais e em equipe) e a análise e orientação pós-ação. Dois cenários foram desenvolvidos como prova de conceito, um para o treinamento do painel de controle do caminhão do corpo de bombeiros e outro de combate a incêndio com ataque indireto.